SilentChat

Numbers and voices that support a decision

How many conversations, how fast they were answered, how satisfied people were — and how much the AI handled alone. Plus your customers' voices, right after the chat.

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Analytics with 13 conversations, a four-colour status breakdown, 92.5 percent satisfaction and the week's trend.

In short

SilentChat's analytics show, for a week, month or quarter, how many conversations came in, how quickly your team replied and how satisfied visitors were — overall and per agent. Surveys ask about satisfaction or likelihood to recommend after the chat or on specific pages, and a feedback portal collects your customers' ideas.

HOW IT WORKS

Where the numbers come from

  1. Conversations happen

    Every message, every handover and every response time is counted.

  2. Visitors rate

    Up to five stars after the chat; optionally a survey with your own questions.

  3. Analytics sum it up

    Response time, satisfaction, status and trend — overall and per person.

How often the AI solved a conversation on its own, and why it handed over, is shown on the dashboard overview.

What it takes off your team's plate

1

Gut feeling

Whether things are improving shows in response time and satisfaction over week, month and quarter.

2

The spreadsheet on the side

Ratings and survey responses sit in the analytics, not in a separate file.

3

Guessing where knowledge is missing

Questions the bot couldn't answer are collected as gaps in the knowledge base.

What it looks like

The survey “Zufriedenheit nach dem Chat” with its statistics: 14 responses, triggered when a conversation is closed.
A post-chat survey: two questions, triggered when the conversation closes, with the results right next to it.

Surveys

Satisfaction, likelihood to recommend or your own questions — as scale, choice, stars, yes/no or free text. Triggered after the conversation, on specific pages or after a number of messages.

Included from Growth

Feedback & roadmap

A portal of its own where your customers submit and vote on ideas. What you build moves onto the roadmap and into the changelog.

Included from Starter

Data protection in analytics

Analytics are calculated from your own conversation data at SilentChat in Germany; there is no third-party analytics tool in between.

Survey responses belong to your company's account and are handled according to your data retention rules.

Read more in: Sub-processors · Technical and organisational measures · All facts at a glance

Frequently asked questions

Conversations, open conversations, messages, visitors, average response time, satisfaction, the status breakdown and the daily trend — plus a table per agent.

From the ratings visitors give after the chat, one to five stars, converted into a percentage.

Yes. Surveys come as satisfaction (CSAT), likelihood to recommend (NPS) or with your own questions; triggered after the conversation, on specific pages, after a number of messages or manually.

Yes. The dashboard overview shows how many conversations the AI solved on its own and why it handed over to your team.

Exporting the analytics as a file is not currently available. Individual conversations and the knowledge base can be exported.

Goes well with

LIVE CHATLive chat with one inbox for the whole teamLearn more →AI CHATBOTThe AI chatbot that answers from your own knowledgeLearn more →CONTACTS & FIELDSContacts that know who's writingLearn more →All features at a glance→

Last updated: 23 September 2026

See what has changed after a week

Analytics fill up with the first conversation — no setup needed.

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Chat analytics and customer surveys | SilentChat